Clean hotel, but service needs to be improved
Posted Dec 2, 2016 on Hotels
The staff at the desk was welcoming and the room was very clean, the bed really comfortable. The free wifi was great, the included breakfast nice, the location was convenient to where we wanted to travel and the property was overall, well-maintained.
The problem was the service:
- When we checked in, our credit card was charged even though we had paid online at the time of reservation. I asked the staff to charge me only if she was sure I wasn't charged before, only to be wrong. To be fair, at the time of check-out, they did refund me, and it got back to my credit card in a couple days.
- We had stayed two nights, and the cleaning service did not make up our room. When we came back to the room at night, we called the desk, and their reason was that the cleaning service found the door locked from the inside. This would be impossible, as we had left the hotel early in the morning and there was no one in the room until we came back later that night. They gave us new towels and toiletry, but they did not have service personnel at that time of the night (around 9 p.m.).
- One of the kids had left a favorite but inexpensive piece of jewelry behind. I called to ask if they had found it after we checked out, and each time they would take my name and number, offer to call back and never did. I tried for three days in succession, and they finally confirmed that they did not find it.
I may caught them at a bad time. I would stay there again, but lower my expectations.
Comment from Hotel Management
Dec 15, 2016 by General Manager, Hotel Management
Thank you for staying with us.
I escalated your review, I assure you that our management team will carefully look into your concern on the charges to your credit card as well as verify what took place during your stay so we could address you concerns accordingly including your feedback about the jewelry.
I do apologize for the inconvenience.